Routing Rules Guide

Routing Rules Guide

Using Routing Rules in the Engage Inbox








Routing Rules in Engage let you automate how conversations are handled in your inbox. With Routing Rules, you can filter messages, automatically assign conversations to team members, or archive them based on conditions you define. This helps your team stay organized and ensures the right conversations get to the right people.

Accessing Routing Rules

  1. Click your profile picture in the upper-right corner of Engage.
  2. Select Admin from the dropdown menu.
  3. From Engage Admin's navigation menu, click Routing.
Here you'll see a list of all existing rules (if any), along with the option to create new ones.

The Default Rule

Every account will always have a default rule, which is shown in blue on your Routing Rules page.
  1. By default, this rule is “Send to inbox when no custom rule applies.”
  2. The default rule cannot be deleted but can be edited.
  3. If no other rules are triggered, the default rule will determine what happens with the conversation.
IdeaTip for high-volume teams: If your inbox is managing extremely high message volume, you may want to consider changing the default rule to Archive conversation. This prevents low-value or unfiltered messages from filling the inbox and allows you to rely entirely on your custom routing rules for surfaced conversations.

How to Create a Routing Rule

  1. Click on the Create rule button.
  2. Select one or more conditions that must be met.
    1. You can configure the rule to match all conditions (AND logic) or any condition (OR logic).
    2. At least one condition is required
  3. Choose the action to take when the condition(s) are met.
  4. Optional: Name your rule
  5. Click Save rule.
Once saved, your rule becomes immediately active.

Conditions Available

When setting up a rule, you can choose from the following condition types:
  1. Channel (multi-select available)
  2. Message Text
  3. Message Privacy (public or private)
  4. Sentiment
  5. Detected Protocol*
*NOTE: Detected Protocol is only available to accounts with the Protocol Detection feature enabled. If you'd like access, contact our team.

Actions Available

For each rule, you can specify what happens when conditions are met:
  1. Send to inbox
  2. Archive conversation
  3. Assign conversation to [user]

The Importance of Rule Order

Routing Rules are applied in the order they appear on the Routing page. The conditions you want checked first should be at the top.
You can reorder rules by:
  1. Dragging and dropping them in the list, or
  2. Clicking the up/down arrows next to a rule.

Managing Your Rules

  1. You can add multiple conditions to a single rule.
  2. Rules can be deleted at any time.
  3. Rules are brand-specific. If your subscription has multiple brands, rules will need to be created for each brand individually (use the brand selector in the top-left navigation menu to switch).
  4. If your DGTLsuite subscription has a custom-built inbox configuration (such as entity-based filters), those rules will be visible on the Routing page but not editable.
  5. Any user with access to Engage can create or edit rules.
  6. You can add a name to your rules for better organization and clarity.

Examples of Common Rules

  1. If a message is from Facebook and contains the word “help”, assign it to Tina.
  2. If a message’s privacy is private, archive it so it doesn’t hit the inbox.
  3. If a message is negative, send to inbox.
  4. If a conversation’s protocol is Complaint, assign it to your Customer Success Manager.

FAQs

Can I create a routing rule based on detected protocols?

Yes, but only if your account has the Protocol Detection feature enabled. If you’re interested in enabling this, please reach out to us.

When do rules become active?

As soon as you click Save rule, the rule is live in your inbox.

Can I use multiple conditions in a single rule?

Yes, you can add multiple conditions. You can also configure whether the message must match all conditions or any condition.

Do rules apply across brands?

No. Rules are brand-specific and will only apply to the brand currently selected in your Engage navigation menu.

Info
Helpful Tip: Start with simple rules (like archiving low-priority conversations or auto-assigning common issues) before building more advanced ones.

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